I can't change a user's security settings

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Does your organisation have dual administration?

If your organisation has dual administration and there’s an outstanding workflow item against the user, you will be unable to make any further changes until that workflow item has been completed. A message will be displayed to inform you of this if you attempt to perform another action on the user.

Once the workflow item has been completed, you will be able to make changes to the user’s security settings.

Has the user’s security settings been changed recently?

If there has been a recent change to a user’s security settings you will be unable to make any further changes for a set period after it was submitted. If you do try to make a change during this time a message will be displayed to inform you of this.

Has the user got an outstanding order?

If you’re attempting to order a replacement Security device for a user, make sure that there’s not already an outstanding order for them. A message will be displayed to inform you of this if you attempt to order another device for them.

Is the user’s Security card cancelled?

If the user Security card is cancelled you will only be allowed to order new Security devices for that user. Once you have ordered a new card you should be able to make changes to their security settings.

Eligible deposits with us are protected by the Financial Services Compensation Scheme (FSCS). We are covered by the Financial Ombudsman Service (FOS). Please note that due to FSCS and FOS eligibility criteria not all business customers will be covered.